Originally Posted by
spankaveli
case in point:
we close at 10
customer leaves message at 10:20
at 10:27 the tech notes in the ticket that its too late to call the customer back
i feel that's ridiculous. personally, if i can call someone back over night within 30 minutes of them calling in, that should be acceptable. 15 minutes is just a no brainer imo.
what about you? would you want a call back that night or not?
See, I read this differently than I think you took it. When the tech notes in the ticket that its too late to call them back, I took it to mean that your business hours are over-the help desk is closed, NOT that at 10:27, 7 minutes later its too late in the evening to call the customer back.
At my job, (not a customer service job though) the phones route to NIGHT MODE right at 6pm every night. So any calls that come in, go directly to voicemail. If you happen to be still sitting here, you can see the msg blinking but that joker ain't getting called back until the next business day even if they called at 6:01. :shrug: